Description
- Possess a Degree or an equivalent qualification in Marketing / Business Management
- Possess 5-7 years of relevant experience
- Excellent communication skills, both written and verbal
- Ability to articulate, persuade and communicate actionable insights
- Demonstrate ability to resolve complex customer queries and manage escalations
- Ability to adjust priorities, work under pressure and meet deadlines / organize files, arrange meetings, communicate through phone, mail and email with customers and vendors
- Attend to all e-mails / action items arising from external meetings on behalf of GCCO
- Coordinate with Budgetary Committee for allocation of divisional funds
- Be responsible in purchasing Requisitions / Petty cash for purchases of the division and follow up on approvals with SCM with all unit heads requirements
- Coordinating with Sri Lanka Association of Software and Services Companies related work when required
- Conduct meeting notifications to be sent on time upon checking stakeholder’s availability
- Coordinate with relevant stakeholders to get the PPT / agenda topics data compiled on time for external conference / meetings
- Respond to / resolve customer escalations received to GCCO via email / calls / Digital channels within defined SLAs
- Identify trends in escalations and monitor closely to suggest possible negative impacts and solutions to prevent any negative impacts
- Conduct root cause analysis of the issue and implement preventive actions through process changes or enhancements
- Daily coordinate with CXO’s for NPS detractor feedback and follow up for resolution
- Conduct Sync meetings with GCCO and gather new requirements and give a status update Bi-weekly
- Compile the annual review presentation for CEE GLC first meeting for the year with GCEO
- Ensure all deliverables identified in CEE GLC scope is effectively completed within the stipulated timeline in coordination with all relevant stakeholders
Skills
Problem solving
Customer complaint handling
Customer service
Communication
Industry Sector